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Stripe dispute amount not syncing to Xero

Handle the scenario where your customer incorrectly disputes a charge and the steps to resolve it in your Xero account.

Alex Millar avatar
Written by Alex Millar
Updated this week

Fixing an incorrectly applied Stripe dispute refund

Follow these steps if a payment was disputed and Stripe created a credit note that didn't sync correctly in Xero.

Option 1 — Offset with a negative custom charge (quick fix)

  1. Open the customer's Agreement.

  2. Click Add custom charge and enter the disputed amount as a negative value (include a minus sign, e.g. -100.00).

  3. Go to the Invoices page and open the Scheduled Invoice to confirm the credit has applied.

When these steps are follow, the credit will be created in Rechargly and go into Xero when the next invoice is created.

Option 2 — Void and recreate the credit (clean record)

  1. On the Invoices page find the invoice with the incorrect credit.

  2. Click Void Invoice and choose whether to keep or exclude associated charges.

  3. Review the updated invoice and send in the next billing cycle

When these steps are followed, the charges are kept and a new invoice can be raised. Any Stripe fees that are associated with the dispute will be handled directly in your account, and deducted from the next payout.

Pro tip:

If the charge is legitimate, contact the payer and ask them to withdraw the dispute so Stripe can reprocess the payment.

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